Frequently asked questions
How does it work?
Is online shopping available in my area?
Our online shopping is available to everyone that will choose curb-side pickup.
What are the delivery hours?
Please check our Area of Service for the days that delivery is made in your area.
Can I get same-day pickup or delivery?
Do you need a Sarnia Produce account to shop?
You can browse products and add items to your cart without an account and will not need to set up an account to shop with us.
Who will prepare my order?
Your order will be prepared by a personal shopper, a dedicated member of the Online Sarnia Produce team who's specially trained to select the freshest items using the same care you'd use if you were doing it yourself!
Is my order kept fresh once it's prepared for delivery or pickup?
Sarnia Produce maintains the freshness of your online order at the store so that it is delivered fresh to your door.
Are there fees for using the Sarnia Produce Online Grocery service?
There is no fee for using the online features however there is a curb-side fee of $5.00 per order processed. For delivery, the fee and area of service can be found by clicking here.
Do I have to pay extra delivery fees for same-day service?
Unlike some other online shopping services, Sarnia Produce does not charge any extra fees for same-day service other than what is posted on our Area of Service and Fees. However a $5.00 Curb-Side pick up fee will be charged per order processed.
How do I find items?
Finding the items you love is easy! Try one of these ways:
Shop by the current week's Flyer Deals on our home page
If you know what you're looking for, enter it in the search bar near the top of our SHOP page.
Our online shopping page is separated into categories; Fruit, Vegetables, Pantry; Bakery and Beverage on the left side of the page you can toggle which you want to see or see them all.
How do I add items to my cart?
Click on the item and then increase or decrease the quantity using the "+" or "-" buttons. Then click "Add" to add the item(s) to your cart. You can adjust quantities or remove items any time before confirming your order.
Is there a minimum order amount?
There is no minimum charge on purchases to place an order.
How far in advance can I place my order?
You can place your order up to 9 days in advance.
Is there a quick and easy way to fill my Shopping Cart with the products I usually buy?
At the moment we do not have that feature available but we are working on setting up a feature that will allow you to save products you normally buy. We will let our customers know when we add new features to our online shopping site.
How do I use promo code on online orders?
If there is a promo code available, you will be able to input that promo code when checking out your cart.
How do I add special delivery instructions?
Where to park
Building security/gate info
Directions to tricky-to-find front doors
Unique visual details (e.g. red mailbox)
Can I change my order if I've already checked out?
What's the cutoff time for placing an order?
There is never a cut-off time for placing an order, however:
Can I cancel my order?
You can cancel your order by 3pm before your pick up or delivery for a refund, however there will be a $10.00 cancellation fee to pay for the processing fee of your order.
Is it possible that I won't get the items I ordered?
It's rare that a product is unavailable, but it sometimes happens and when it does, we'll do our best to choose a similar product as a substitution. When a substitution is made, you'll be charged the price of the original item you ordered or less if the substitution has a lower price.
Is there a quantity limit for orders?
Delivery / Pick-up
Can I track my order status?
On the day of your scheduled delivery or pickup, you'll get an email confirming that your order is out for delivery or ready for curb-side pickup.
Do I need to be home to receive my delivery?
We would prefer that someone be home so that you know that your order has been placed outside your door for when the items are delivered, but you do not have to be home.
Can I refuse products when I get my order?
During this time of the COVID-19 Crisis, we are unable to have items returned back to our store. We will revise this policy at such time when we can.
I'm running late/can't pick up my order for curb-side pickup. What should I do?
If you order is not picked up, we will keep it in cold-storage for you so that you can pick it up next day.
What can I do with the plastic bags that come with my order?
Your order will be packed in recyclable plastic bags. You can reuse these bags or recycle them with your usual household recycling program (as permitted by your municipality).
Should I tip the delivery driver?
The only service fees you pay are the ones you've already paid as shown on your receipt. There is no need to tip the delivery person.
How do I pickup my order for curb-side pickup?
When you have received your email notice that your order is ready for pickup, please come to our store and call us when you are parked in the parking lot. Please bring your ID and a copy of the order receipt. Call us at our curb-side pick up # (519-336-3757) and let us know that you are in our parking lot and tell us which car you are in.
Are promos and offers the same online as they are in-store?
You'll generally enjoy the same promos and offers currently available in your store. Some coupons are not applicable online. Refer to the terms and conditions listed on any promotional coupons and deals to check if they can be used online.
How do I redeem promo codes on online orders?
It's simple! Enter the promo code at checkout and click "Apply". Only one promo code per order can used.
What payment methods are accepted?
We accept credit cards (Visa, Mastercard, American Express) and Visa Debit.
Do I get a receipt?
I don't have a credit card. Can I still shop online at Sarnia Produce?
Credit cards and Visa Debit are the only payment methods currently accepted online.
Is my information kept on a secure site?
Sarnia Produce complies with the highest standards of information security. Other than your billing address, Sarnia Produce doesn't store any of your banking information on its site.
Are the photos I see online representative of the products I'll get?
Photos used are to illustrate the product and don't necessarily reflect the quantity selected. Refer to your Shopping Cart to see the quantity you've chosen.
Is the product offering the same online and it is in-store?
Most of our in-store products are well-represented on sarniaproduce.ca but there still might be some items you see in our store that aren't available online.
How can I be sure the products chosen for my order are the best in quality and freshness?
Your order will be prepared by a personal shopper, a dedicated member of the Online Shopping team who's specially trained to select the freshest items using the same care you'd use if you were doing it yourself!
Returns & Exchanges
Why did I receive an item that's different than what I ordered?
What if there's a problem with my order after I've picked it up or after it's been delivered?
What's the return policy for online orders?
During this time of the COVID-19 Crisis, we are unable to have items returned back to us, however we will be doing our best to ensure that all your items are your typical Sarnia Produce Fresh products.
Why am I getting an error message when I enter my payment info?
The credit card you've entered is a Visa/Mastercard/Amex or Visa Debit.
The laptop, smartphone, etc. you're using has a Canadian IP address.
The billing address linked with your saved payment method is Canadian.
Is it safe to place my online order from a public computer?
How do I get in touch with Sarnia Produce for extra help?
Email us at firstname.lastname@example.org
Call us at 1-519-336-5561. Our customer service team is available from Monday to Friday from 8 a.m. to 5 p.m. and Saturday from 8am to 1 p.m.
You can also reach us with our online chat feature on the bottom right corner of our website.